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OPINION

George Korda: 'Us' versus 'them': we’ve all seen it, and we’d like not to see it again

George Korda, the Knoxville News Sentinel
Published 3:36 a.m. ET April 11, 2016

Rather, this will be an examination of how “they” (all too often health care workers) deal with “us,” and how we can turn around the situation with “them.”

Sometimes it seems as if a too-high a percentage of health care workers get their customer service training from the University of the Abrupt that offers a major in brusque with a minor in terse.

We’ve all observed and dealt with this scenario: you’re in a medical provider’s office or reception area, waiting for your name to be called for your appointment.

A white-coated person walks into the room and calls or shouts your last name. You arise and dutifully follow. You may be greeted; then again, perhaps nothing will be said other than, “Follow me,” with final directions to enter an exam room and to “Wait here for the doctor, who will be in shortly.”

These situations occur constantly. We’ve all seen it.

A few days ago I sat in a doctor’s office waiting area. It’s a large practice, so the waiting room is somewhat expansive, with about 40-50 chairs arranged around the room. By chance – and unusually – I was the only one there.

I was reading something on my computer when I heard a voice yell – and I mean, yell – what I thought was, “George!” Looking up, I saw no one. But it had sounded like my name. I got up and walked to the reception window. A young man was leaning back in a chair.

“Excuse me, but did you just shout out my name?” I asked.

“Yes, it’s time for you to go back,” he said.

I replied with something very close to the following: “I don’t think you’re clear on how this works: I’m the patient, you’re the employee here. Why would you think that shouting out my name as if you’re a drill sergeant and I’m recruit in basic training is the right way to call a patient back for an appointment?”

He apologized, and I went back to see the doctor.

My thinking in such situations is this: if he’s doing it to me, he’s doing it to others. He’s not making friends for his employer, and he’s developing bad habits that at some point are going to cost him something.

He’s not alone. We’ve all seen it.

At another doctor’s office for the first time for a routine exam, it was a different scenario. A young lady looked up from behind the desk.

“Last name,” was all she said, without a hint of a smile. Not a question, but a statement.

Quietly, so as not to embarrass her in front of anyone else who might be listening, I said, “Excuse me, but what you just gave me is a command. We’ve never met. This is my first time here. I think you’d find it to your advantage, and I know your other patients would appreciate it, if you were to add a ‘please’ on the end of ‘last name.’ “

This isn’t an isolated incident. We’ve all seen it.

When I left she was polite, thoughtful, and friendly. It will be beneficial for her and her employer if that continues.

Health care workers are for the most part exceptional people. They never have to wonder if they’re making a difference with their work. What they do affects and changes lives. I very well may owe my life to a group of nurses who responded like a medical SWAT team when, during a hospital stay a few years ago, my blood pressure and heart rate crashed.

The pressure on them to be perfect is tremendous. Furthermore, every patient is followed by another one, and another – an endless stream of patients with imagined problems, minor physical complaints, serious illness or injury, or serious-to-terminal conditions.

It’s no surprise that the best intentions or desires can become lost or minimized as the endless patient train rolls past, every day, week, month, and year.

However, in 2016 patient satisfaction has never been more important to health care providers. Patient satisfaction is scored, rated, and ranked by government and healthcare monitoring organizations. Patients have more access to such information than ever in history.

Courtesy and respect are reassuring, and therefore are also important to the legions of patients who arrive at doctors’ offices and hospitals with various concerns: pain; fear of what a test will show; fear of what a test showed; wondering why the medicine isn’t working; and more. It matters to their family members as well.

Health care workers have a tough job, and a good many work at being kind as well as professional. Nevertheless, some don’t, but we’re us, and we count on them. Courtesy and respect in the process, though costing nothing, are a significant investment in the bank of good will.

When you encounter such impolite situations that we’ve all seen, take the person aside and explain, calmly, how their actions didn’t reflect courtesy and respect. Encourage him or her to consider how they, in your position, would feel.

That person may pay no attention, or wonder who you think you are making such a suggestion. On the other hand, you might greatly help them, or possibly even save their careers.

Can’t hurt. Might help.

George Korda is political analyst for WATE-TV, appearing Sundays on “Tennessee This Week.” He hosts “State Your Case” from noon – 3 p.m. Sundays on WOKI-FM Newstalk 98.7. Korda is a frequent speaker and writer on political and news media subjects. He is president of Korda Communications, a public relations and communications consulting firm.

Read or Share this story: https://www.knoxnews.com/story/opinion/columnists/george-korda/2016/04/11/george-korda-us-versus-them-weve-all-seen-it-and-wed-like-not-to-see-it-again/90894974/